Customer Service and Support Manager
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Job Location:
Harrison, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
After-Market Operations Manager: Harrison OH (JOB ID: 1330)
Cincinnati Incorporated is a privately owned industrial machine manufacturer that has been a staple in the fabrication industry since the late 1890s. We pride ourselves on a hard days work and quality. Our employees have shaped the reputation and culture at CI with their uncompromising integrity focus and innovation. The icing on top of the cake: we offer a competitive and comprehensive benefits package. Are you ready for your career at CI
Position Summary and Purpose: We are seeking a customer-centric and results-oriented Aftermarket Operations Manager to join our growing commercial this critical role you will manage several team leaders responsible for delivering a best-in- class customer experience through superior technical support parts availability and proactive maintenance programs while driving significant high-margin revenue growth.
Cincinnati Incorporated is a privately owned industrial machine manufacturer that has been a staple in the fabrication industry since the late 1890s. We pride ourselves on a hard days work and quality. Our employees have shaped the reputation and culture at CI with their uncompromising integrity focus and innovation. The icing on top of the cake: we offer a competitive and comprehensive benefits package. Are you ready for your career at CI
Position Summary and Purpose: We are seeking a customer-centric and results-oriented Aftermarket Operations Manager to join our growing commercial this critical role you will manage several team leaders responsible for delivering a best-in- class customer experience through superior technical support parts availability and proactive maintenance programs while driving significant high-margin revenue growth.
Duties and Responsibilities:
- Actively manage the daily Aftermarket Operations teams providing customer service and technical support ensuring high levels of accuracy consistency and responsiveness.
- Partner closely with the field service engineering supply chain and operations organizations to identify and resolve issues/bottlenecks leading to the creation of sustainable process improvements.
- Take ownership for the implementation monitoring and improvement of key performance indicators (KPIs) that provide the highest-quality experience for internal and external customers.
- Design and implement the necessary training and upskilling programs for customer service inside sales and technical support to consistently improve quality responsiveness and employee satisfaction.
- Actively monitor and respond to ongoing CX measurements related to customer satisfaction customer effort and promoter score leveraging surveys and sentiment analysis.
- Partner with the sales team to develop customer-specific Parts and Service strategies and identify opportunities for new machines and aftersales packages.
- Support the creation of knowledge management articles and AI-enabled self- support tools.
- Conduct regular performance reviews resource planning/scheduling and other administrative tasks as needed.
Education and Experience:
- Bachelors degree in Business Marketing or a related field
- 5 years of experience in sales operations sales support inside sales or a related administrative role.
- Strong proficiency with CRM systems such as HubSpot field service management software and ERP systems.
Knowledge Skills Abilities:
REQUIRED:
- Proven ability to work in a cross-functional environment managing multiple projects
- Excellent communication interpersonal and problem-solving skills with a customer-first mindset
- Fundamental skills in Microsoft Google Sheets / Excel (pivot tables VLOOKUPs charts dashboards)
- Aptitude for resolving logistical bottlenecks and complex customer disputes quickly.
- Ability to build trusted relationships with field technicians and service managers
- High attention to detail and commitment to data accuracy
- Proven ability to collaborate cross-functionally and build positive relationships with field technicians support agents sales and leadership
PREFERRED:
- Experience in industrial manufacturing and working with capital equipment
- 3 years of experience in a customer service or call center environment
- Basic knowledge of SQL or BI tools (Tableau Power BI) is a bonus
- Leading change within a cross-functional environment
- Experience with deploying system to monitor evaluate and respond to CX metrics
Physical Demands and Work Environment: This is an office position. The employee may be required to lift move or carry up to 25 pounds occasionally. Specific vision abilities required by this job include close vision peripheral vision depth perception and the ability to adjust focus.
EOE including Vets/Disabled
This role does not offer sponsorship employment benefits and being authorized to work in the U.S. is a precondition of employment. You must be a U.S. Citizen U.S. National or recent lawful permanent resident to apply.
Some more amazing benefits offered by Cincinnati Incorporated:
Paid Vacations
Paid Holiday and Personal Days
Medical Insurance (including HSA)
Dental Insurance
Vision Insurance
Accident Insurance
Life Insurance: AD&D
Disability Insurance
Generous 401K Employer Match
Flexible Spending Account
Tuition Reimbursement
Employee Assistance Program
Parental Leave
Tuition Reimbursement
Employee Assistance Program
Parental Leave
Required Experience:
Manager
Key Skills
- MAC
- Active Directory
- Service Support
- End user
- Access Points
- trouble tickets
- OS
- Linux
- Project Management
- Service Management
- Service Quality
- Setup
- Service Desk
- hardware
- Software Applications
About Company
Cincinnati Incorporated (CI) is a U.S.-based, build-to-order machine tool manufacturer with over 125 years in the industry. From their modern campus near Cincinnati, Ohio, CI engineers and builds Laser Cutting Systems, Automation, Press Brakes, Shears, Powdered Metal Presses, and Soft ... View more
